We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

As much of customer service is now conducted through live chat or social media, ensuring your teams are properly trained on best practices for written communication is paramount to your success. When ...

Even five years ago, almost every customer in a HubSpot survey rated an “immediate” response as important or very important. With more companies offering automated round-the-clock support to keep up ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

We've all been there: The dreaded call to a customer service line. NPR's Life Kit presents tips for getting the most out of customer service. We've all been there - the dreaded call to a customer ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...